Refund policy

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Returns
The Online return policy is within 30 days, all returns subject to a $8 restocking fee. If 30 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it (like new). It also must be in the original packaging. Sale items or special order products cannot be returned.

Email us at info@pawshepetopia.com to initiate your return process and receive a return authorization number. Returns cannot be done in store without a return authorization number. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed with the $8 restocking fee deducted. The refund will automatically be applied to your credit card or original method of payment, within 5-7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@pawshepetopia.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@pawshepetopia.com to initiate your return process and receive a return authorization number.

Shipping
To return your product, you should mail your product to: 163 - 12838 Clarke Pl, Richmond, BC, V6V 2H6

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and paid shipping for your initial order, the cost of shipping will not be refunded.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.